Mohd Saleh Bin Jaafar & Mohamad Kamal Mohamad Dasuki

QMS in Malaysian Public Universities: Does it Lead to

Excellence?

for SIEQA 2019 21-22 October

The Royal Widad Residence @UTM Kuala Lumpur

C O N T E N T P R E S E N TAT I O N

T A B L E

History and important function of QMS implementation in

organization and relation with Education

Introduction 01

The Issues and challenges in the implementation of QMS at Educational Institutions Issues and Challenges 02

Conclusion 04

The QMS in Malaysian Public University Scope of QMS Implementation in Public University SOP for Promotion to Professor in Public University

Case Study 03

INTRODUCTION History and the important function of QMS implementation in organization and QMS

relation with Education

01

Integration of quality practices from historical perspective

[Sources] - Mahajan, R., Agrawal, R., Sharma, V. & Nangia, V. K. (2014). Factors affecting Quality of Management Education in India: An Interpretive Structural Modelling Approach. International Journal of Educational Management, 28(4), 4.

- Kheradia, A. (2011). Talevas Model: An Integrated Quality Methodology. The TQM Journal, 23(4), 403–422.

1900

1910

1920 1960

1970

1980

1990

2000

Manpower predominance

1930 2003 Supervision

Inspection

Statistical Control

Quality Warranty

Quality Management Programs

TQM

Quality Excellence Models

TQM Evolvement

Integrating lean, Six Sigma and value methodology

Evolvement of Quality Management Standard

1900

1910

1920 1960

1970

1980

1990

2000

Manpower predominance

1930 2003 Supervision

Inspection

Statistical Control

Quality Warranty

Quality Management Programs

TQM

Quality Excellence Models

TQM Evolvement

Integrating lean, Six Sigma and value methodology

[Sources] - Mahajan, R., Agrawal, R., Sharma, V. & Nangia, V. K. (2014). Factors affecting Quality of Management Education in India: An Interpretive Structural Modelling Approach. International Journal of Educational Management, 28(4), 4.

- Kheradia, A. (2011). Talevas Model: An Integrated Quality Methodology. The TQM Journal, 23(4), 403–422.

1959 United States Department of

Defense MIL-Q-9858 Standard

1969 MIL-Q-9858 was revised into the NATO AQAP series of standard

1974 BSI published the BS 5179 series

of guidance standard

1979 BSI published the BS 5750 series of standard submitted them to ISO

1987 ISO published

the ISO 9000 Standard

1994 First revision of the ISO

9000 standard

2000 Second revision of the standard and

merging of ISO 9002 & 9003 ISO 9001

2008 Third revision of the standard ISO 9001

2015 Current vision of the standard ISO 9001

QMS implementation in organization Important functions

All industries (product & services) are required to adopt a certain standard for their finished product; to embrace quality and offer value for money for their finished products in order to guarantee customer satisfaction [1].

[1] Chan, A.P. & Tam, C. . (2000). building projects in Hong Kong. International Journal of Quality & Realiability Management, 17(4/5), 423–442.

The quality system can help to deal with any changes to the product while maintaining a high quality of care [2]. Furthermore, it states that quality is a relative term that is subject to change, depending on the customer’s needs.

[2] Kunkel, S., Rosenqvist, U. & Westerling, R. (2007). The structure of quality systems is important to the process and outcome, an empirical study of 386 hospital departments in Sweden. BMC Health Services Research, 7, 104

Three basic managerial processes are called a quality trilogy[3[ through which the management of an organization can achieve the following quality management objective which are:

1. Quality control: to emphasize control and preventive actions which address quality problems and the correction of defects. It involves making a product that is free of any deficiencies;

2. Quality improvement: to look for opportunities and gaps to execute quality enhancement procedures before any problems occur; and

3. Quality planning: to give and provide the work force an opportunity to engage in producing good quality products that meet consumers’ requirements.

[3] Azizan Abdullah, (2010). Measuring TQM implementation: a case study of Malaysian SMEs. Measuring Business Excellence. 14(3), 3 – 15. Keng, T.C. & Abdul Rahman, H. (2011). Study of Quality Management in Construction Projects. Chinese Business Review, 10(7), 542–552. Zairi, M. (2013). The TQM legacy – Gurus’ contributions and theoretical impact. The TQM Journal, 25(6), 659–676.

Quality

QMS implementation in organization Key processes

Therefore, quality can be defined as meeting specifications, meeting customer needs / expectation, transparency of service delivery, process control, achieving desired results, continuous improvement, competitive advantage, added value for society, cost effectiveness, performance measurement, satisfaction of stakeholders, doing the right things, doing things right, and lastly, doing the right things right. Understanding of quality in any industry is important, BUT one must not forget its relationship with management and the most basic understanding of the concept must not be forgotten. It means that quality management is a necessity in managing all activities and tasks for any organization. In order to maintain the required level of excellence and confidence levels, management should focus on quality of planning, implementation of quality improvement and quality control.

QMS implementation in organization Summary

The Quality Management System: The organisation should establish, document, implement and maintain a QMS and continually improve its effectiveness in accordance with the requirements of this standard

Management Responsibility: Top management should show its commitment to the QMS development, implementation and continually improve its effectiveness

Resources Management: The organisation should provide the resources required to implement and maintain the QMS Product Realisation: The process needed for product realisation should be planned and developed by the organization Measurement, Analysis and Improvement: The technique in extracting key information and then evaluating the effectiveness of the

QMS Culture: The quality of human groups that are passed from one generation to the next Organisational Culture: relates culture to the group of the power culture, the role culture, the task culture and the person culture

QMS implementation in education The ISO 9001 Requirements

Basir, S. A. (2012). Complying Quality Management System ISO 9000 Requirements Within Higher Education Institutions (HEIs) in Muslim Countries. World Journal of Islamic History and Civilization, 30-43.

[Sources]

QMS can be at the service of a student-focused and market-oriented education delivery system[4]. Defining quality in terms of the integration of different ‘voices’ disarms higher education institutions (HEIs) of the prerogative to define quality in their ‘own terms’ and the QA agencies from single-handedly imposing the yardsticks of quality assurance (QA)

Matorera, D. (2018). Quality Management Systems - a Selective Presentation of Case-studies Showcasing Its Evolution. intechopen, 21- 44 [4]

Making a quality management system serves education - Both private and public sectors indicate that the generic focus of QMS is on the planning, directing, organising, monitoring and controlling of the education provision system or processes.

A clear institutional paradigm on quality education should determine the quality of inputs selected and how they get transformed in ways that approximates hypothesised quality as close to perceived quality as possible.

QMS implementation in education Quality Product & Services

ISSUE & CHALLENGES The Issues and challenges in the implementation of QMS at Educational Institutions

02

Issues in Providing Quality Education

Quality is a major issue for those involved in education and training. Within education and training, the aim of the quality management system is to ensure that the provision of service is both consistent

and continually improving. Provision of staffing, training and induction, management and most important the teaching and learning should be part of the

quality system.

Provision of administration and support services which contribute to the effectiveness of the institution as a whole and should be considered as part of the service.

Safeguard academic standards and promote innovative learning opportunities for students

Provide adequate confidence to various stakeholders such as parents, students and employers that the teaching and learning processes of the universities meet the quality assurance standards

• Quality in Education and ISO 9000 by StudyMalaysia.com on February 26, 2015 [Sources]

The challenges in the implementation of QMS at Educational Institutions

The administrative staff and quality managers describe the challenges from an effect perspective attributing them more as routine issues that would usually originate from planned change like quality assurance.

To most academic staff, problems of finetuning quality assurance systems and their policies for acceptance and ownership have been the misery of its proper implementation.

Lack of quality culture stems more from the nature of its imposition as a foreign brand which is seen to be dictated and “a must

follow”. Unpacking the quality assurance packages and engaging the staff to add flare and contextual relevance could have added more

impetus to its efficiency.

lack of quality culture was considered a normal and comprehensible situation of planned change with its cycles of concerns and of the inherent nature of humans to react to situations before making up their mind.

Njiea, B., Asimiran, S., Basri, R., & Kadir, S. A. (2017). Quality Assurance Implementation Practices in Selected Malaysian Public Universities. Advances in Social Science, Education and Humanities Research, 298-303.

[Sources]

To convince the university community to accept the importance of QA in academic programmes

To matching the relationship between service quality and students’ satisfaction

Academic aspect and non academic aspects have different relationship with students’ satisfaction

Njiea, B., Asimiran, S., Basri, R., & Kadir, S. A. (2017). Quality Assurance Implementation Practices in Selected Malaysian Public Universities. Advances in Social Science, Education and Humanities Research, 298-303.

[Sources]

The challenges in the implementation of QMS at Educational Institutions

[Sources]

Quality Management Vs Disruptions in Education Delivery

Flexible Education

2u2i

Transdiciplinary Program

Credit Transfer Mooc ‘CTM’

Micro Credential

• Jabatan Pendidikan Tinggi, Kementerian Pendidikan Malaysia

Quality Management Verses Disruption of Education Delivery 100 Things Students Can Create To Demonstrate What They Know

Audio Recording – Advertisement – Analogy – Animation – Avatar - Blog - Book Jacket – Brochure - Bulletin Board - Cards (Playing/Task) - Caricature - Class Book - Creative Non-Fiction – Collage - Comedy Skit - Comic Strip – Commercial - Concept Map – Conversation – Dance - Data/Analytics

Visualization – Debate – Demonstration - Diary Entry - Digitally-Documented Discussion – Diorama – Doodle – Drawing - eBook – Essay – Experiment - Fake Social Media Account – Film - Freestyle (hip-hop) - Flow Chart – Game - Gif Animation – Glossary - Google Earth Tour – Graph - Graphic

Organizer – Infomercial - Interview - Kahoot! - Learning Log - Literature Circle - Live Stream - Magazine – Map - Mock-Up/Wireframe - Mock Product-Pitch - Model – Monologue - Movie Poster – Mural - Mash-Up - News Report - Newsletter/ Newspaper - Panel Discussion –Photo – Prezi – Podcast -

Poem – Portfolio – Poster - Presentation (PowerPoint) - Product Puppet Show – Reenactment - Relevant Visualization – Review - Role-Play - Rules/Framework - Scavenger Hunt – Scrapbook – Sculpture – Survey - Self-Directed Project - Self-Directed Short Video - Show & Tell – Simulation – Slideshow - Social Media Branding - Socratic Discussion – Song - Story Map –

Speech - Tag Cloud - Team-Building Game - Time Capsule - Theatrical Play - Timeline – Tutorial - Video Game – Website - Whiteboard Animation - Word Splash - Word Wall - Wiki - YouTube Channel

Summary

QMS of an organization is part of the overall management of the organization that is

pursued by its management, including for instance risk management and financial

management.

The quality of outputs or outcomes relates to the requirements for these outputs and

outcomes, as defined by the organization or its customers.

QMS that related to ISO 9001 does not say anything about those requirements and is not

meant to do so.

This is an important misunderstanding about ISO 9001 and standards in general.

CAN QUALITY MANAGEMENT LEAD TO EXCELLENCE?

CASE STUDY The QMS in Malaysian Public University

Scope of QMS Implementation in Public University SOP for Promotion to Professor in Public University

03

QMS in Malaysian Public University

There have been major changes in higher education in recent years as public universities in Malaysia have become more accountable to the government and the ‘customers’ for the quality of education which they provide. The establishment of a national Quality Assurance system focussing on the quality of the programmes offered in terms of the general criteria of the structure and process of higher education is timely. External quality assurance through mechanism such as accreditation, validation and audit by peer review has been proven effective to ensure continuous quality improvement

• Shuib, M. K., Zamri, S. N., Abdullah, R., Said, F., & Yusof, R. (2002). Implementation of Quality Assurance In Public Higher Education Institutions: University of Malaya Experience. http://eprints.um.edu.my, 1-11. [Sources]

Scope of QMS Implementation in Public University

[Sources]

60% ISO 9001:2015

Certified with

Comprehensive QMS

Implementation

SCOPE

QMS

5% NO ISO 9001:2015

Certification

SCOPE

QMS

35% ISO 9001:2015

Certified with Limited

QMS Implementation

SCOPE

QMS

• Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019) • www.topuniversity.com/university-ranking/Asian-university-rangkings/2019 (as of 6 Oct 2019)

SOP for Promotion to Professor in Malaysian Public University

[Sources]

There is a question raised about the quality of professor in Malaysia. A study is being conducted to as certain this perception. The study covers:

- Compliance to the National Guidelines - SOP for Promotion - Scholarliness of Professors

• Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019)

[Sources]

15% Full compliance with

National Guideline

NATIONAL

GUIDELINE CRITERIA

20% University Vs National

Criteria for Project

Leader

RESEARCH

S&T

• Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019)

SOP for Promotion to Professor in Public University

15% University Vs National

Criteria for Index

Journal

PUBLICATION

S&T 85%

University Vs National

Criteria

for PHD Student

Supervision

TEACHING &

LEARNING S&T

[Sources] • Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019)

Scholarliness Assessment for Malaysian Public University Professor

Science & Technology Cluster with Median h-index (Scopus)

[Sources] • Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019)

Scholarliness Assessment for Malaysian Public University Professor

Social & Science Cluster with Median h-index (Scopus)

[Sources] • Semakan dokumen dan lawatan oleh Jabatan Pendidikan Tinggi dalam proses kenaikkan professor di 20 UA (2019)

Scholarliness Assessment for Malaysian Public University Professor

Percentage of Professor with zero h-index (Scopus)

109 (6%) profesor with h-Index = 0.

Comprehensive

Focus

Research

CONCLUSION

04

Conclusion

All university need to have comprehensive Quality Management System with External Accreditation

The QMS must be developed, implemented and monitored to address the attainment of higher objective of University

“Proper adoption along with QUALITY CULTURE of QMS will lead to excellence”

THANK YOU Quality Management System in Malaysian Public Universities: How Does it Lead to

Excellence